IT Help Desk Manager

Status: Full-time, Permanent Position | Location: Vaudreuil-Dorion, QC
Report To: Director of Information Systems | Service: Information Systems

OVERVIEW

Reporting to the Director of Information Systems, the IT Help Desk Manager will oversee the daily operations of our help desk, manage escalations, ensure compliance with service-level agreements (SLAs), and continuously improve processes to enhance end-user support. This role requires a strong leader with a strategic mindset to guide the team, optimize workflows, and implement best practices in IT service management. In a smaller team environment, this role may also involve hands-on technical work.

RESPONSIBILITIES

• Oversee the help desk function, ensuring timely and effective resolution of IT support tickets.
• Manage and mentor Help Desk Technicians, providing guidanc...